Platform Support Manager, PAVE

Position Overview

PAVE is the governed platform where Kiewit builds and runs its business applications — professional applications built by TAG engineers and citizen-developed applications built by the districts themselves. Today it hosts [N] applications across [N] districts, and it is growing fast.

As Platform Support Manager, you own how PAVE and everything running on it gets supported. That includes the model itself, not just its execution: today there is no defined support function for TAG-built applications. You will design it, stand it up, and run it.

This is not a ticket-queue role. Every support interaction is data about where the platform is weak, and your most valuable output is turning that data into platform improvements that stop the tickets from being filed. You will be the person who can tell TAG leadership what is actually breaking, how often, for whom, and what it would cost to fix.

What Makes This Role Unique

· You are building the function, not inheriting a queue. What you design becomes how Kiewit supports everything on PAVE

· Support here is a platform-improvement engine, not a cost center. Your findings drive engineering priorities, and you'll see them shipped

· Small team, outsized reach: TAG serves all Kiewit districts and shapes enterprise technology strategy

· Direct collaboration with architects, district leadership, and KTG executives — few layers between you and a decision

· You will work inside an AI-first delivery model that most support leaders have only read about

District Overview

Kiewit Technology Group (KTG) builds solutions that enable and support one of North America's largest construction and engineering organizations. Our mission is to deliver project schedule and cost certainty through technology designed by and for the construction industry. KTG deploys solutions to the field and home office that increase profitability by maximizing how we use our people and resources in daily operations, and gives our people real-time data to make faster, smarter decisions across the full lifecycle of a project.

The Transformation Acceleration Group is KTG's AI-first delivery group. We are small, we move fast, and we serve every Kiewit district.

Location

This is a full time in-office role in LaVista, NE

Responsibilities

Build the support function

· Design and stand up the support model for PAVE and the applications running on it: intake paths, triage criteria, severity definitions, escalation routes, and ownership boundaries between TAG, KTG support, and the districts

· Establish service expectations that TAG can meet, and be honest with stakeholders about what falls outside them

· Define support-readiness requirements that new PAVE capabilities and applications must meet before release — documentation, troubleshooting guides, known-issue registers, and enablement for whoever takes first contact

· Build the tooling and reporting to make support volume, resolution time, and recurring issues visible without manual assembly

Run it

· Own day-to-day triage and resolution coordination for developer- and district-reported issues across professional and citizen-developed applications

· Serve as the escalation point and single accountable owner when something running on PAVE breaks and it isn't obvious who fixes it

· Manage the support backlog and its prioritization, weighing user impact, business criticality, security risk, and effort

· Maintain a clear, repeatable prioritization framework so trade-off decisions are transparent and defensible to district stakeholders and TAG leadership

Close the loop into the platform

· Convert support signal into platform priorities: identify systemic defects, recurring failure patterns, and design weaknesses, and bring them to Platform Architecture and engineering with the evidence attached

· Partner with Information Security on issues that indicate governance or access-control gaps rather than isolated bugs, and escalate patterns rather than instances

· Feed recurring citizen-developer failure modes back into templates, guardrails, and enablement material — the goal is fewer applications that need support, not faster support

· Contribute to the PAVE roadmap as the strongest voice on platform health and operational reality

Serve two very different user populations

· TAG professional developers building enterprise applications, who need depth, speed, and technical answers

· Citizen developers across the districts, who need guardrails, clear paths, and often help understanding what went wrong. Supporting them well is a different skill than supporting engineers, and both matter here

· Work with District Business Managers and district leadership to keep support expectations and reality aligned

Working in an AI-first group

· TAG uses AI agents as a primary delivery mechanism. Support issues are often fixed by agents, which means how well you specify a problem — reproduction steps, acceptance criteria, context — directly determines how fast it gets resolved

· Human review capacity is our binding constraint, not engineering capacity. You will help us manage it deliberately

Decision Rights

You own: the support model and its operating rules, severity and priority definitions, the support backlog and its ordering, support-readiness standards for release, and support metrics and reporting.

You influence, with substantial weight: the PAVE roadmap, platform quality investments, and template and guardrail design for citizen development.

Platform Architecture and App Architecture own technical direction and platform standards. Information Security owns governance requirements. You own the operational truth about how all of it behaves in production, and you are expected to say so plainly when it isn't working.

Qualifications

Required

· 5+ years in technical support leadership, service delivery, or platform operations, including ownership of a support function or major support domain

· Demonstrated experience standing something up rather than inheriting it — a support function, an intake process, an escalation model, a service catalog

· Strong analytical skills: comfortable defining metrics, working with ticket and usage data, and distinguishing a systemic defect from a run of coincidences

· Excellent written and verbal communication; able to explain a technical failure to a district superintendent and a business impact to an engineer, and be credible to both

· Experience supporting technical users, and separately, experience supporting non-technical users on technical products

· Enough technical depth to reproduce an issue, read a log, and hold a substantive conversation with architects about root cause

· Comfort operating with real ambiguity and pushing back on senior stakeholders when the data says something unpopular

Preferred

· Experience with low-code / citizen-development platforms and the support burden they generate

· Experience partnering with security or compliance functions on platform issues

· Product management or product ownership exposure

· Familiarity with agentic or AI-assisted software delivery

· Exposure to construction, engineering, energy, or another operationally complex industry